PC support officer

The PC support officer is part of a team managed within the technology services stream. The PC support officer is responsible for resolving problems with users PC's. The PC support officer is contacted by a member of the help desk team when they have attempted to solve an incident over the phone or via remote access, and have assessed that the incident can only be resolved via second level support.

The PC support officer will spend time talking with the user to gain a detailed understanding of the issues being faced. The PC support officer needs to have a detailed technical knowledge of PC’s hardware and software components and will also need to have very high level communication skills.

Once the consultation with the user is completed the PC support officer will then work on the PC to diagnose and if possible correct the fault. Where possible the PC support officer will provide a brief report for the user explaining what was wrong with the PC and if there is something that the user should do to avoid the incident happening again.

A PC support officer exhibits capabilities in line with the Skills Framework for the Information Age (SFIA)[1] and the Queensland Public Service Workforce Capability Success Profile[2].

Within the SFIA profile, the PC support officer has level 3 and 4 capabilities, i.e. applies and enables the skills outlined below.

Autonomy

Works under general direction within a clear framework of accountability. Exercises substantial personal responsibility and autonomy. Plans own work to meet given objectives and processes.

Influence

Influences customers, suppliers and partners at account level. May have some responsibility for the work of others and for the allocation of resources. Participates in external activities related to own specialism. Makes decisions which influence the success of projects and team objectives.

Complexity

Work includes a broad range of complex technical or professional activities, in a variety of contexts. Investigates, defines and resolves complex issues.

Business Skills

Selects appropriately from applicable standards, methods, tools and applications. Communicates fluently, orally and in writing, and can present complex information to both technical and non-technical audiences. Facilitates collaboration between stakeholders who share common objectives. Plans, schedules and monitors work to meet time and quality targets. Rapidly absorbs new information and applies it effectively. Maintains an awareness of developing technologies and their application and takes some responsibility for driving own development.

SFIA Skill

SFIA Skill Code

SFIA Skill Level of Responsibility

SFIA Skills Level Descriptor

IT infrastructure

ITOP

3

Carries out agreed operational procedures, including network configuration, installation and maintenance. Uses network management tools to collect and report on network load and performance statistics. Contributes to the implementation of maintenance and installation work. Uses standard procedures and tools to carry out defined system backups, restoring data where necessary. Identifies operational problems and contributes to their resolution.

Problem management

PBMG

4

Investigates problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures.

Systems installation /decommissioning

HSIN

3

Installs or removes hardware and/or software, using supplied installation instructions and tools including, where appropriate, handover to the client. Conducts tests, corrects malfunctions, and documents results in accordance with agreed procedures. Reports details of all hardware/software items that have been installed and removed so that configuration management records can be updated. Provides assistance to users in a professional manner following agreed procedures for further help or escalation. Reviews change requests. Maintains accurate records of user requests, contact details and outcomes. Contributes to the development of installation procedures and standards.

The success profile is a sector wide, one-government approach to the leadership behaviours expected of all public sector employees to support high performing workplaces. The profile describes three performance dimensions (vision, results and accountability) and 13 leadership competencies required against four role types:

Individual contributor (manages self)

Team leader (manages individuals)

Program manager (manages multiple teams/projects)

Executive (manages program managers)

When developing a Role Description, identify the role type and then focus on the most important attributes and create a balance between SFIA skills and leadership skills.

Entry points

A diploma in information technology is the minimum requirement to work as a PC support officer.

Learning and development

There are a number of ways that you can develop and improve your PC support skills. There are a number of courses that you can attend that will increase your general knowledge of the role of a PC support officer.

To assist your skills, training in the IT Infrastructure Library (ITIL) would be very advantageous.

[1] The Skills Framework for the Information Age (SFIA) provides a common language that integrates with an organisation’s way of working, to improve capability and resource planning, resource deployment and performance management. This role profile quotes extensively from the SFIA, under licence from the SFIA Foundation. Information about the SFIA can be found at http://www.sfia-online.org/en

[2] The Queensland Public Service Workforce Capability Success Profile plays a key role in translating the government’s ‘talent management requirements’ into clear behavioural terms, while at the same time delivering organisational change and growth. The success profile is being utilised to align sector-wide talent management strategies, including workforce planning, talent acquisition, leadership development, capability development, performance management, career management and succession planning. See http://www.psc.qld.gov.au/includes/assets/PSC_Workforce_Capability_Success_Profile.pdf